Dennis Snow, CSP
Delivering World-Class Customer Service
Dennis Snow has a passion for service excellence and has consulted with organizations around the world on the subject. Dennis’ customer service abilities were born and developed over 20 years with The Walt Disney World® Company. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team. Dennis, now a full-time speaker, trainer, and consultant is dedicated to helping organizations achieve their goals in the areas of customer service, employee development, and leadership. He is the author of the book, “Lessons from the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”
See Through the Lens of the Customer
Dennis Snow’s customer service abilities were honed over 20 years with the Walt Disney World Company. There, he developed his passion for service excellence and the experience he brings to the worldwide speaking and consulting he does today.
He began his Disney career in 1979 as a front-line attractions operator. As he advanced through the company, Dennis managed various operating areas throughout the park, learning and applying the skills it takes to run a world-class, service-driven organization.
Dennis launched a division of the Disney Institute responsible for consulting with some of the world’s largest companies including ExxonMobil, AT&T, General Motors and Coca Cola. During this time, he presented to audiences in diverse locations around the world, such as South Africa, Australia, Mexico, England and Argentina. This division quickly became the fastest growing venture of the Disney Institute and experienced repeat business of nearly 100%.
He also spent several years with the Disney University, teaching corporate philosophy and business practices to cast members and the leadership team. While there, he coordinated the Disney Traditions program, which is universally recognized as a benchmark in corporate training. In his last year with Walt Disney World, Dennis’ leadership performance was ranked in the top 3% of the company’s leadership team.
Today, Dennis is a full-time speaker, trainer and consultant who helps organizations achieve goals related to customer service, employee development and leadership. Some of his clients include American Express, Johns Hopkins Medicine, ExxonMobil, and Nationwide.
His articles appear in a number of industry publications and he is a featured guest “expert” on customer service, on several business news-talk radio shows. He is the author of the book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, which has been used in organizations around the world as a blueprint for organizational excellence. His newest book has just been released, titled, “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.”
Partial Client List:
- American Bankers Association
- American Express
- American Hospital Association
- BMW Financial Services
- Captain D’s Seafood
- Cornell University
- Cummins Engines
- Great Clips
- Johns Hopkins Medicine
- Pearle Vision
- Pigtails and Crewcuts
- St. Joseph’s Health System
- Valvoline Instant Oil Change
To use the metaphor of the season, you hit a long ball, my friend. Your remarks were finely-honed, professional and studied but relaxed, and humorous. A moment of magic.
You’ve done it for Texaco and Shell Oil again! Their committee was blown away by your customized seminar. The breakout sessions allowed us to plot some very achievable next steps back home.
I have seen literally hundreds of speakers over my career and I have to say that your talk was the best I have ever seen. We have been holding the conferences now for eight years, and if my memory serves me right you were the first standing ovation a speaker has ever received!
I consider your presentation the high water mark of 20 years of professional training and conferencing.
Dennis was literally one of the best speakers we’ve ever experienced... phenomenal! A++! Incredible!
Dennis (Snow) was AMAZING! We could not have selected a better keynote speaker for our annual franchise convention. The amount of pre-program research that he did to make sure his message was a perfect fit was genuinely impressive. Our franchisees LOVED him and we’ve gotten great feedback about how excited they are to implement the tools Dennis shared. He was a pleasure to work with in every way and there isn’t one thing I would change about the experience. I would hire him again in a heartbeat.
Dennis Snow was EXCELLENT! He was exactly what we needed for our franchisees – the perfect message at the perfect time. He did a great job integrating the Fuzzy’s Taco Shops lingo & cultural references into his presentation which really connected Dennis to our group. I would recommend him to anyone. Awesome experience.
Dennis Snow did an outstanding job at our franchise conference! He customized his presentation by incorporating the information he learned by doing pre-conference site visits which really made it resonate with our franchisees. His style was highly engaging and I received dozens of unsolicited positive comments, many mentioning how Rita’s operators could take his “Lessons from the Mouse” and apply them to their treat shops. I highly recommend Dennis and would actually consider using him again!
Dennis is awesome! We loved working with him. He was able to weave our leadership messaging seamlessly into his presentation, engage our franchisees completely and provide highly actionable content—all the while, getting us back on track with our schedule. He’s a pro’s pro. Our franchisee feedback was great. They loved how he engaged with them and spoke our franchise language. His content was highly applicable and a number of our gym owners immediately told us that they are ready to incorporate his concepts and tools. This was a big win for us! Thanks, Dennis.
Dennis is a 10 out of 10! He did his homework, both before the event and during. He seamlessly reinforced the messages that our leadership team delivered prior to his session and incorporated all the elements of our business. He not only met, but exceeded all my expectations. I couldn’t have asked for a better speaker experience!
Customers have more choices than ever, with the result that most products and services are increasingly seen as commodities. So, in today’s market, what can an organization do to stand out from the crowd? Differentiating your service is the key to attracting and retaining customers – while driving bottom-line results. More than ever customers are focused on value – what you can do those other organizations cannot or will not do. Customers want to know that you are focused on earning their ongoing loyalty.
Based on his 20-years with the Walt Disney World Company along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for creating a service-driven culture. This program will provide you with strategic tools that can be used to raise the bar of service throughout your organization, resulting in “walk-through-fire” customer loyalty.
Participants will learn:
- Approaches that help your employees move from a task mindset to an experience
- A process for ensuring that your organization’s “backstage” environment never impacts the “onstage” customer experience.
- Four specific strategies for wowing customers every time.
- A mechanism for ensuring that your organization’s processes are designed through the “lens of the customer.”
Note: This program is a natural follow-up to Delivering World-Class Customer Service or can be delivered as a standalone program.
In today’s competitive market, developing a service excellence strategy is an important part of any leader’s role. Beyond developing the strategy, however, there is the challenge of executing the plan. It’s in the execution that service excellence strategies become a reality or simply another “flavor-of-the-month” program. Employees watch to see how committed the organization truly is to customer service and take their cues directly from their leaders. In order to effectively implement an organization-wide service excellence strategy, today’s leaders must rely on the skills of a facilitator and idea champion and must walk the talk of service excellence.
Based on the leadership principles Dennis learned, lived, and taught during his 20-years with Walt Disney World, this presentation highlights specific leadership behaviors that bring a service strategy to life and describes how to “hardwire” service excellence into an organization’s culture.
Participants will learn:
- The behaviors that will define your organization’s service culture.
- Hiring processes that ensure that service-oriented individuals are recruited and selected for employment.
- New-hire and ongoing training practices that reinforce your organization’s service culture.
- Effective communications strategies that keep employees focused on the customer experience.
- Techniques for involving employees in the forward movement of the organization and empowering customer-focused decision making.
- Accountability processes that ensure that service excellence is non-negotiable.
The number one reason that customers become disenchanted with an organization is because of employees’ attitudes of indifference. This program is designed to change that. In order to motivate excellence, organizations must “engage the heart” of employees. When this happens, customers can see it, hear it and feel it in every interaction with an organization.
Attendees will discover:
- Ways to identify employee behaviors that align with the organization’s mission
- Employee selection, training and communication processes that reflect the organization’s values
- Internal processes that support and engrain customer service-oriented behaviors